Lead, Product Management

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

Royal Caribbean Group's IT Onboard Guest Experience Team has an exciting career opportunity for a full time Lead, Product Management reporting to the Manager, Product Management. This position is onsite and based in Miami, Florida. This position is also not eligible for work authorization sponsorship. The Lead, Product Management – Crew Operations & Guest Experience Technology is responsible for defining, prioritizing, and delivering the technology solutions that power how crew serve guests onboard — from housekeeping task management and maintenance operations to guest request resolution and quality inspections. This role owns the product roadmap for four core platforms — SmartServices (Housekeeping), HIM (Housekeeping Inspection Management), the Guest Request Platform, and the Issue Tracker / Maintenance Operations — with a clear mandate to drive the transition from third-party tools to internally built, enterprise-integrated solutions. The right candidate understands that giving crew better technology directly translates to better guest experiences and measurable operational savings. This Lead works closely with Hotel Operations, Guest Services, Maintenance, Inspections, Engineering, Architecture, and business stakeholders to ensure technology solutions align with operational goals and improve crew efficiency, guest satisfaction, and data visibility across the fleet. Housekeeping, maintenance, guest requests, and inspections are the operational backbone of every sailing. The platforms this Lead owns directly affect how efficiently crew work, how quickly guest needs are resolved, and how operational data flows to leadership for decision-making. The strategic direction for this vertical is clear: replace fragmented third-party platforms with internally engineered tools that offer greater configurability, tighter enterprise integration, and centralized operational data. This role is the product leader driving that transition — sequencing the roadmap, owning the stakeholder relationships, and ensuring every solution is built within enterprise architecture and security standards. A priority within this vertical is developing a dynamic, configurable inspection platform that gives operational teams the freedom to design inspection types and workflows without engineering intervention for every change — while maintaining enterprise data standards and audit integrity.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Business, Hospitality Management, or a related field, or equivalent experience.
5–8+ years as a Product Owner, Product Manager, Business Analyst, or related product delivery role, with at least 2 years owning a product portfolio at Lead level or equivalent scope.
Demonstrated experience managing the transition from third-party platforms to internally built solutions, including stakeholder management, phased rollout, and cutover planning.
Experience defining configurable or low-code platform requirements — products that give operational users flexibility within structured guardrails.
Experience working within Agile software development environments.
Experience collaborating with both business (operations, hotel, crew) and technical stakeholders in complex enterprise environments.
Operationally grounded — understands crew workflows and hospitality service delivery at a level that earns credibility with Housekeeping, Maintenance, and Guest Services stakeholders.
Strong stakeholder management and communication skills; able to build trust with non-technical operational leaders.
Data fluency — comfortable defining data model requirements and using operational data to shape roadmap priorities.
Enterprise discipline — understands EA review processes and security standards without stifling product velocity.
Ability to balance strategic thinking with execution-focused delivery.
Comfortable operating in environments with ambiguity, complexity, and changing priorities.
Experience with Agile methodologies, product management frameworks, and backlog management practices.
Proficiency with Jira, Confluence, and related Agile delivery tools.
Understanding of software development lifecycle and enterprise technology environments.
Ability to interpret technical requirements and translate business needs into actionable delivery plans.
Experience leveraging metrics and data to drive product decisions.
Customer-focused mindset with a passion for improving crew and guest experiences.
Strong collaboration and relationship-building skills; ability to influence without direct authority.
Demonstrates accountability, ownership, and commitment to results.
Comfortable operating in environments with ambiguity, complexity, and changing priorities.
Continuous learner who challenges assumptions and drives innovation.

Nice To Haves

Preferred experience in hospitality operations, hotel technology, facility management, or crew operations technology is a strong plus.

Responsibilities

Own and maintain the product roadmap for Housekeeping Hub, HIM, Guest Request Platform, and Issue Tracker / Maintenance Operations Hub.
Lead the internalization strategy for this vertical — sequencing which third-party platforms are replaced with internally built solutions, in what order, and on what timeline aligned to fleet operations.
Translate business goals and crew operational needs into product roadmaps, objectives, and measurable outcomes.
Define the product requirements for a dynamic, configurable inspection engine that serves Housekeeping, Maintenance, Guest Services, and Inspections teams — balancing crew flexibility with enterprise discipline.
Identify opportunities to improve crew efficiency, guest experience, and operational cost through technology innovation.
Ensure all internally built solutions are designed from the start to integrate with the enterprise data model, security standards, and EA-approved architecture.
Own, maintain, and prioritize product backlogs for this vertical based on business value, operational impact, risk, and technical considerations.
Define and document epics, features, user stories, and acceptance criteria; ensure backlog items are sufficiently refined for delivery planning.
Drive MVP and proof-of-concept definitions to validate product hypotheses and operational outcomes.
Manage transition risk for parallel environments (existing third-party + new internal tool) during platform migration periods.
Collaborate with engineering teams during sprint planning, backlog refinement, reviews, and retrospectives.
Provide ongoing product direction and clarification throughout development cycles.
Review completed work and accept or reject deliverables based on defined acceptance criteria.
Measure feature adoption and operational outcomes to ensure delivered solutions meet intended objectives.
Define data model requirements for the Crew Ops vertical — ensuring platforms capture, structure, and expose data in a way that supports fleet-wide analytics and operational reporting.
Partner with Product Analytics & Insights to establish dashboards that give Hotel Ops, Guest Services, and Maintenance leadership real-time operational visibility.
Identify and close data gaps where operational decisions are currently made without adequate data.
Serve as the primary technology partner for Housekeeping, Maintenance & Facilities, Guest Services, Inventory Management, and Inspections (cross-functional).
Facilitate communication and alignment across Product, Engineering, Architecture, Infrastructure, Security, and Operations teams.
Participate in New Construction and Dry Dock program planning as the product owner for Crew Ops & Guest Experience technology — ensuring platform requirements are captured before design milestones are locked.
Manage cross-team dependencies and identify potential delivery risks and impediments.
Monitor product health, crew adoption, platform reliability, and operational performance metrics.
Leverage data and stakeholder feedback to identify enhancement opportunities and prioritize continuous improvement.
Remain current on operational technology trends, crew workflow needs, and emerging capabilities relevant to this vertical.
In the near term, provides functional product direction to Manila-based Analysts and Senior Analysts supporting this vertical.
Sets the quality standard for requirements, stakeholder communication, and roadmap discipline within the vertical.